Customer Experience Data and Insight Specialist

This role ensures optimal service performance across the customer base by delivering actionable insights and balanced scorecards. It drives continuous improvement risk management and customer experience enhancements aligning service delivery with business objectives and strategic goals.

What youll do:

• Own the development and ongoing evolution of CX performance reporting dashboards and insight products used by service owners and senior leadership.
• Translate complex customer and operational data into clear actionable insights that support prioritisation investment decisions and performance improvement.
• Design maintain and govern balanced scorecards covering customer experience quality financial and operational performance ensuring a single trusted version of the truth.
• Lead deepdive analysis to identify trends drivers and root causes of customer experience outcomes with strong focus on mobile services and journeys.
• Establish and maintain robust data management practices including metric definitions data lineage documentation and quality controls.
• Proactively identify customer experience and service performance risks clearly articulating implications and recommended actions.
• Produce executivelevel dashboards performance packs and presentations that clearly communicate performance insight and recommended actions.
• Support initiatives to improve NPS and customer satisfaction through insightled identification of experience drivers.
• Act as a trusted insight partner to stakeholders across Networks IT Operations and CX influencing decisions through analytical credibility and storytelling.
• Ensure reporting and insight practices align with internal governance controls and relevant industry frameworks.

Qualifications :

What we are looking for:

• Proven experience delivering customer experience or service performance insight within a mobile or telecommunications environment with an understanding of mobile products services customer journeys and the factors that influence customer experience.
• Proven data and analytical capability with experience working across multiple datasets to identify trends drivers and improvement opportunities.
• Demonstrated experience designing and maintaining dashboards and performance reporting for senior and executive audiences with advanced ability to translate complex data into clear compelling narratives and presentations that drive decisionmaking.
• Experience applying analytical techniques such as trend analysis root cause analysis and performance segmentation.
• Familiarity with service management frameworks performance governance and risk/control considerations (e.g. ITIL scorecardbased performance management).
• Proven stakeholder engagement skills with confidence to challenge assumptions and influence through insight.

Additional Information :

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Need to know

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks including criminal (DBS) and financial checks to meet the regulators standards.

We believe everyone should have the opportunity to interview for a role that matches their collaboration with our Talent Diversity & Inclusion teams and our employee-led DEI Networks we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey for example extended time or breaks in between online assessments a sign language interpreter or assistive technology please contact your recruiter directly or email for guidance.

We use AI in different parts of our business to boost innovation improve efficiency and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews but what we really care about is your unique experiences and achievements.

During the interview we want you to rely on your own knowledge and skills to show us who you really areyour personality creativity and abilities. Above all were looking for authenticity and cant wait to get to know the real you.

 #VodafoneThree

Remote Work :

No

Employment Type :

Full-time